Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:
This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Who we are

The Global Payment Operations (GPO) organization supports Global Wire transfer and ACH payments for internal and external clients across multiple time zones and currencies through various channels.  This is managed through 7 COEs to drive global consistent processing and platforms. The COEs are responsible for supporting STP, handling Non-Straight-Through items, overdraft exceptions, investigations, reporting, initiative support, sanctions screening, monitoring payment flows 24X7 and Fraud Analytics & Alert Management in accordance with established policies.

Responsibilities:

Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity

Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems

Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank

Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution

Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Records data captured during client interactions accurately

Required Qualifications:

2nd Shift - Schedule for this role is 11:00 AM - 8:00 PM EST and may include Holidays and weekend work as needed.

Minimum of 12 months customer service experience

Able to demonstrate a high level of professionalism over the phone, email and in person

Attention detail and strict adherence to policy and procedures

Flexible and willing to respond to change

Ability to apply sound judgment, effectively solve problems, and determine fraudulent activity consistently

Excellent written and oral communication skills

Ability to de-escalate difficult client situations

Ability to multi-task as business needs dictate with phone and typing required.

Ability to work in a client based environment meeting goals

Flexible with schedule as business needs arise

Desired Qualifications:

Production based experience in a call center environment

Skills:

Analytical Thinking

Client Experience Branding

Customer and Client Focus

Due Diligence

Research

Attention to Detail

Data Collection and Entry

Policies, Procedures, and Guidelines

Referral Management

Written Communications

Adaptability

Business Intelligence

Investigation Management

Issue Management

Relationship Building

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: